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Satisfaction analysis of the web banking services in greek banks

Asmargiannakis Petros

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URIhttp://purl.tuc.gr/dl/dias/702A96D6-A601-41BE-B7A3-9283995125C7-
Identifierhttps://doi.org/10.26233/heallink.tuc.79802-
Languageen-
Extent106 pagesen
TitleSatisfaction analysis of the web banking services in greek banksen
CreatorAsmargiannakis Petrosen
CreatorΑσμαργιαννακης Πετροςel
Contributor [Thesis Supervisor]Tsafarakis Steliosen
Contributor [Thesis Supervisor]Τσαφαρακης Στελιοςel
Contributor [Committee Member]Matsatsinis Nikolaosen
Contributor [Committee Member]Ματσατσινης Νικολαοςel
Contributor [Committee Member]Grigoroudis Evaggelosen
Contributor [Committee Member]Γρηγορουδης Ευαγγελοςel
PublisherΠολυτεχνείο Κρήτηςel
PublisherTechnical University of Creteen
Academic UnitTechnical University of Creteen
Academic UnitΠολυτεχνείο Κρήτηςel
DescriptionPostgraduate thesis submitted to the Technical University of Crete for the completion of the Master's Degree.en
Content SummaryThe present thesis is a comparative customer satisfaction analysis of the web banking services in Greek Banks. Customer satisfaction measuring is an important part of market research activities allowing the company to get in touch with the buyer and remodel its services in order to improve his experience. The analysis was conducted on a representative sample of customers via a questionnaire. The satisfaction level was studied using the Multicriteria Satisfaction Analysis (MUSA) principles. The results revealed a quite high total satisfaction index, composed from six sub-indices. Appearance and user interface is the top scoring sub-index, followed by services provided, navigation, online customer services, information provided and security. Furthermore, based on the results of this analysis, we conduct enlightening conclusions about the current web banking services’ strong points and weaknesses, as expressed by the participants’ opinions and we evaluate their positioning against competition. en
Type of ItemΜεταπτυχιακή Διατριβήel
Type of ItemMaster Thesisen
Licensehttp://creativecommons.org/licenses/by/4.0/en
Date of Item2018-12-06-
Date of Publication2018-
SubjectInternet bankingen
SubjectMulticriteria satisfaction analysisen
SubjectCustomer satisfactionen
Bibliographic CitationPetros Asmargiannakis, "Satisfaction analysis of the web banking services in greek banks", Master Thesis, School of Production Engineering and Management, School of Electrical Computer Engineering, Technical University of Crete, Chania, Greece, 2018en

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